An exceptional customer experience (CX) builds a foundation of loyalty and trust. Similarly, a positive user experience (UX) encourages brand connections with people wanting to come back for more. And yet, local organisations must learn to embrace these more effectively to differentiate themselves from their competitors.

When customers trust a business, they are far less likely to communicate dissatisfaction publicly. They are also willing to pay more if they feel the organisation prioritises relationships over revenue. A CX-centric approach helps companies understand their customers and market dynamics better. For its part, effective UX enhance...